Server dropped for 20 minutes. Could take any sales online or in-store. Lost an in-store sale due to inability to process sale at all. No access to help as help centre not accessible whilst this issue occurred. All other websites fine, so not an internet outage issue.
Absolutely unacceptable that no phone contact option for help centre and ‘offline’ mode needs to be created for use immediately.
We’ve only been on POS for two weeks but I will move us to a new system straight away unless a timeline for a fix can be provided.
Thank you for reaching out to the Community. I’m happy to provide some assistance with this request, to ensure it gets resolved. To confirm I’m fully understanding, are you receiving an error when attempting to connect with our live support?
As we are not experiencing any known issues with the Help Center, I’d recommend attempting some local troubleshooting steps. For ease, I’ve gone ahead and listed these steps below for you to attempt to see if this helps to resolve:
Clear your Cache and Cookies.
Access the shop in an Incognito Tab.
Try accessing the shop from Another Browser (i.e Chrome, Firefox, or Safari).
Try Another Device.
Try accessing from the Shopify Mobile App.
Try Restarting your device.
Make sure your device is Up To Date.
After completing all of the outlined steps above, you can head over to our Support Page to see if you’re able to connect with us. This will allow our support team to investigate further and provide clarification on what may have occurred with the POS.
Thank you for your response but I’m afraid you’ve misunderstood the issue.
When there was a server error yesterday, our Shopify POS and Shopify Admin froze. We could not contact support as this froze as well. We had tried all the obvious restart and different browsers and devices.
One of your colleagues has escalated this issue on our behalf.